Customer Service Specialist
RocheTaibeiUpdate time: September 17,2019
Job Description
- Ensure daily orders are accurately reflected in systems, reconciled, and shipped from Zuellig in a timely manner to avoid service level penalties and customer out of stock situations
- Distribute daily report for Sales Field Representatives in order to help grow the business
- Handle many types of inquiries including sales order tracking, in stock questions, as well as invoice processing for Roche`s direct customers. Analyze situations, investigate problems & determine solutions.
- Cooperate with Zuellig in all customer service related topics, and solve pro-actively issues to ensure a positive customer experience
- Manage new product launch process from customer perspective, gather and monitor all required documentation to ensure product set up through delivery of initial order for direct customers
- Manage backorders for all accounts, and expedite shipments where necessary to avoid failure to supply penalties
- Process RGA’s (return goods authorization) for damaged and refused products and handle discount reconciliation
- Interact with Supply chain team regarding customer orders and inventory levels to be able to manage efficiently any site changes
- Liaison between Roche`s direct customers and Accounts Receivable as well as Pricing and Tender team for any pricing and deduction related issues
- Process and monitor PSP orders as well as receipt verification
- Work closely with Regulatory and Quality Assurance Team in terms of customer complaints, deviations, returns, and recalls.
- Approve and verify any additional service charges from Zuellig
- Submit e-invoicing data as well as NHI pricing survey data
- Safety reporting compliance：Ensure 100% of safety reports received are forwarded to Drug Safety Department within one business day of receipt.
- Who we areAt Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an equal opportunity employer.
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